Does anyone have issues with Google Wi-Fi after firmware upgrade?

[Ttopel916]

I’ve been using the Google Wi-Fi router and two access points for two years now.

Two weeks ago, I  started getting No, this is the access points are going off-line

Spoke to customer support a few times and they told me the access points are too far. Which is complete BS because it’s been working like that for two years with no issues.Spoke to customer support a few times and they told me the access points are too far. Which is complete BS because it’s been working like that for two years with no issues.  
Any ideas??

[aperezdeleon]

Hi there Topel916,

Thank you for reaching out to our community.

Your frustration is understandable. Since your access points have been working with this setup for two years, and you've ruled out any interference issues, here are a few things you can try to troubleshoot them:

• Perform a power cycle by disconnecting the power cord from the access point, wait around 3 minutes, and then reconnect the point. Wait a minute for the access point to power back on.
• Since there could be a mismatch between the access point's IP address, you can connect the point via ethernet so it can update the IP address. The point should show you a blue/green light, then disconnect the ethernet cable and restart it again.

If the above steps don't resolve the issue, you can consider performing a manual factory reset of the problematic access points. Just take note that this will erase all settings so you'll need to set the points up once again.

Let me know how it goes.

Regards,
Angel.

[Ttopel916]

Hi Angel

I tried everything you described above and spent 1.5hr with Nest Tech support basically factory resetting everything.  It workded for couple of hours but went back to the same error of dropping connections.

I'm beyond frustrated and at this point, unless you have anything else I can do or Google can replace these access point, I'm simply going to drop them and go with one of your competitors.  

[Ttopel916]

Hi Angel

I tried everything you described above and spent 1.5hr with Nest Tech support basically factory resetting everything.  It worked for a couple of hours but went back to the same error of dropping connections.

I'm beyond frustrated and at this point, unless you have anything else I can do or Google can replace these access points, I'm simply going to drop them and go with one of your competitors.  

[aperezdeleon]

Hi there Ttopel916,

Thanks for the update.

It seems like you've gone through a fair amount of troubleshooting. It's not ideal for your points to not be reliable so your frustration is understandable.

I will kindly ask you to fill out this form. Our team will get in direct touch with you so we can reach a resolution together.

Once you've filled it out, make sure to let me know alongside any case numbers you'd like to reference to ensure we have all the necessary information.

I appreciate your understanding.

Regards,

Angel.